I HADN’T heard from her in years. Suddenly, there she was in my in-box. Tentatively proposing coffee. Maybe lunch. A dam broke inside me, releasing a flood of warm memories. Our first, tentative contact ten years or more ago. Getting to know each other. Endless, happy discussions about where this thing was going. Coming together on goals and brand; on voice and tone. Finally, the joy of designing and launching her website. And then, abruptly, the last invoice and the hurried departure.
My former client. She had a new job now. She wanted to catch up. And, sheepishly, she admitted, she might want something more. Advice about a design problem.
Over an unassuming wooden table laden with summer lunch — mine was Ramen, hers was salad — we shared personal updates. Kids, relationships, projects. And then we got down to the real agenda: an issue at work that was stumping her. Desire for an outside perspective.
Former clients often feel slightly embarrassed about reaching out for a little free advice. They shouldn’t. As a designer, one of my greatest joys is to reconnect with good people whose projects I loved working on. Design is a job, but it’s also a relationship. When design is going well, the exchange of ideas is almost addictively exciting. And then, all too soon, the project ends, and, if you’re a consulting designer, and you’re lucky enough to have a steady stream of business, you move on to the next gig.
We designers have built-in forgetters: super powers that enable us to care passionately about the problem we’re solving and the people we’re solving it for, and then, absurdly, to discard those feelings as we move on to the next client and design problem.
Clients have a built-in forgetter too. They forget that our relationship, although partly monetary, was also very real. Many clients are self-conscious about reconnecting personally and asking for a small favor in the same breath. But I couldn’t welcome that more. If I can help people, it’s a joy to me. Collaborating on the discovery and solution to a problem isn’t just a stimulating mental exercise and a profession: it’s also a codependent rush.
Between the cracks of my studio’s bigger projects, I’m always looking for ways to help people. So, in the spirit of Ask Dr Web, I’m taking this opportunity to issue an invitation to folks located in or visiting New York. If you’re someone in my network — a former client or old friend or both — with a design problem to mull over, you don’t have to do the mulling alone. Ping me. And let’s do lunch.
I’m Jeffrey. I publish A List Apart Magazine and A Book Apart—“brief books for people who make websites”—and co-founded An Event Apart: three days of design, code, and content for web & interaction designers. Most recently, I opened the NYC design studio.zeldman. Follow me @zeldman. Let’s work together!